Pharmacy Frequently Asked Questions

  • Restart this computer. If you can’t get to the shutdown button on the PC, then Push and hold the power button on the PC for 5 seconds and it should shut it down. Wait 20 seconds then turn it on again. When its finished loading, start Toniq.

  • Exit toniq on any machines that have it actually running, then restart the Server machine first. Then start toniq on the server. Make sure its running fine before you attempt to start toniq on any other machines. Then start toniq on each dispensary machine one at a time. All going ok? then start all retail machines and you should be good.

  • Reboot your Firewall/Router. Your router will be located in the data cabinet somewhere onsite. You will either have a Spark FORTINET router or a Healthlink SONICWALL Firewall. To reboot them just locate the power cable plugged into the back of them and pull it out for 30 seconds. Then plug it back in and wait ten minutes. You should have internet back online.

  • In this scenario you ‘could’ have toniq running on the Server only because it doesn’t need the network to run. So go to the data cabinet and restart the Network Switch AND the firewall router (Fortinet Box or Sonicwall Firewall) Wait ten minutes for internet to come back up and check you have internet by going to a website on a broswer. If thats working, then start Toniq one PC at a time starting with the Dispensary. If it all comes up you’re all good. if not, call Paul

TONIQ OR NETWORK ISSUES

DISPENSARY ISSUES

  • Sometimes a print job crashes and holds up every job sent to the printer after that. To clear hit start, start typing printers & scanners (you will see it pop up and just click it). Click the printer once and select manage. Click Open Print Queue and see if anything is listed. If so select all the jobs and select printer and choose cancel all jobs. Wait for that to clear and then try printing again. If you still can’t do that call Paul.

  • First exit toniq and restart Dispensary on that PC. Try again. Still not scanning? Exit toniq on all machines when possible and restart the Spark FORTINET box or the Healthlink SONICWALL firewall depending on what you have. Wait ten minutes for the internet to come back up and try again.

    No joy? Is there an error message? Call Toniq Helpdesk and advise error message. If they cannot help you may need to call the Ministry.

  • Pharmacy are very heavy on printers. In order to get the best from your printers we need to have them serviced by an authorised dealer around every six months. If you are a Brother Managed Print client this is included in your agreement and call Paul and he can sort for you. If you are not an MPS Client we can get a Brother or Kyocera dealer to service your printer easily.

  • Short answer is yes.

    You can have two copies running so you can work on a large script while you quickly do a repeat on the other copy of Dispensary. Get hold of Paul or the Toniq Helpdesk to assist setting this up. It takes a matter of moments to action.

COMPUTER ISSUES

  • Check if there is a power light on the front of the PC or the Mini PC. Pull the power plug out of the back of the PC and make sure the other end is plugged in and switched on. If its plugged into a power strip / plug box, are the other things that are plugged in lit up and working?

    Plug the PC back in and try to turn it on again.
    Working? All good.
    Still not working? Call Paul

  • First, check the cables plugged into the screen and the computer are seated correctly all the way.

    Check the computer. Power light showing? If so, pull the power on the computer and restart it.

    All good? Job done.

    Still not working? Call Paul

  • If the keyboard has a cord coming from it check its plugged in properly to the pc and hasn’t been accidentally pulled out.

    If its a wireless keyboard check the batteries and swap if needed.

  • So screens can die. Unexpectedly. Especially if they’re a few years old. Check the PC light is on and push the caps lock button on the keyboard. If the caps lock light comes on and off as you do so, chances are the PC is working ok, its just the screen has failed.
    Call Paul

RETAIL ISSUES

  • The cash drawer is linked to the receipt printer, so it is normal that it won’t open if the receipt printer stops working.
    Firstly, hit the start menu and start typing print and look for printers & Scanners and select it.
    Look for the RECEIPT printer and click it once and select MANAGE.

    Click open job queue and remove any print jobs stuck there.
    Try to print a receipt.

    Working ok? Great.
    Still not working? Call Paul

  • Every site is different when it comes to how their label printing for retail are setup so in this case call or text Paul to have a look.

  • On the odd occasion Toniq Retail can crash and it seems to do it slowly one PC at a time. The best thing to do is exit all machines out of Toniq and restart the server. Then try again. If still no joy call Toniq helpdesk.

  • Short answer is yes.

    You can have two copies running so you can work on a large order while you continue to sell on the other copy of Retail. Get hold of Paul or the Toniq Helpdesk to assist setting this up. It takes a matter of moments to action.

HEALTH NETWORK CONNECTION ISSUES

  • Your health network connection is provided by either Spark or Healthlink through either a FORTINET box or a SONICWALL Firewall in your black cabinet where the interenet stuff is. If its happening on more than one computer, then warn everyone you need to do this and REBOOT THE FORTINET / SONICWALL box by pulling the power out of the back of it for 30 seconds or so and then put it back in. It will take about 5 - 10 minutes to reconnect.
    NOTE: This will turn off your internet for everything. Computers, Eftpos, and in some cases phones.

    Once its restarted check your connection, can you get SA’s or NHIs now or do your scripts scan? Yes. All good.

    No? Then you will need to contact either the FORITNET helpdesk on 0800 224455 Option 4 and tell them you have connection issues and tell them the serial number on the sticker on the front of the Fortinet.

    If you have a SONICWALL black firewall box, you will need to call the SECURE IT team at Healthlink 0800 288 887.
    Tell them who you are and that you’re having connection issues and they can look into it.

    If you have any issues, feel free to ring us on 029 874 5649 and we can help you fault find the issue.